“Don't buy from Backmarket.co.uk especially big money items they'll send you damaged products and find a way to male it your response.
I've just been scammed out of £600 for a phone that was sent to me damaged.
They'll do anything to find away not to give you back your money and the seller will lie!
And this is the kind of email they'll send you to leave you stick with a phone that was already damaged.
This is Anastasia from Back Market’s Technical Team, it’s a pleasure to get in touch with you. I’m reaching out because your case has been escalated for review.
After inspecting the returned item, the seller has concluded that the warranty is excluded, as the cause of the issue is physical damage to the device. As shown in the attached photo, the screen has an internal crack visible as a black spot. This type of mark, along with coloured lines, is always the result of an impact or pressure applied to the screen. Please note that even if the device has a case or screen protector, these accessories only protect against external marks and cannot prevent damage to internal components.
I’d like to clarify something regarding the warranty. When a phone shows physical damage, even if it doesn’t seem related to the reported issue, it affects the entire device.
In fact, the warranty exclusion applies to the whole phone, not just one part. Damage, even if localised, can compromise the overall proper functioning of the device and void the warranty coverage. The seller can no longer guarantee the proper operation of the internal parts.
Unfortunately, our sellers do not offer repairs for devices that are out of warranty, as we cannot ensure or guarantee payment for such repairs. We recommend visiting a certified local repair centre instead.”
“I bought a tablet from Back Market, Galaxy tab S10 FE Ultra 14.6" screen. Tiger Tech sent a smaller model, Galaxy tab S10 FE 13.1". The price difference is approx £300.
I immediately contacted BM and after futile attempt to turn on the device ( it was not charged and no compatible lead was supplied) to verify the model I agreed to send it back for a refund.
No apology.
Now Back Market are going to take 2 business days to return the funds.
It seems a poor response to what amounts to an attempted fraud.
I have no confidence in Back Market.”
“I ordered a refurbished MacBook from back market and it arrived with a faulty charger.
They sent a replacement, but the replacement was the wrong voltage and not the correct adapter for my MacBook. I checked this with Apple and an Apple technician in store, who confirmed it was not the correct charger and would in fact damage my laptop.
Despite this, Back Market refused to send the correct adapter.
The customer service was extremely poor - after over eight weeks of slow back-and-forth, the issue was still not resolved and I was forced to buy the correct charger myself, meaning the purchase did not save me money at all.
Poor customer service and a failure to resolve a basic fault.
I would not use Back Market again.”
“No connectivity to data whatsoever. Surely the first thing you check when refurbing. Been on to Voda for literally 6 hours. Absolute joke. I'd have had more chance connecting with a house brick. If you're going to offer refurbs then refurb the thing without cutting corners. S**t show of the highest order.”
“I’ve had a really poor experience with Back Market. I ordered an item on the 27th of November with a promised delivery date of the 1st of December. It’s now over 12 Days late with no real action taken to fix the issue.
Every reply I received shifted the blame to DHL, even though Back Market chose them as its delivery partner. Instead of taking responsibility, they kept asking me to wait for more tracking updates while nothing changed.
This was meant to be a birthday gift, and the date has come and gone. No solution, no urgency, and no ownership from Back Market. I’ve asked for a full refund and cancellation because the service has been totally unacceptable, but they won't do this. Shocking service.
I won’t be using them again.”
“Slow as hell and not helpful. I had one response in a week and it was exactly what Google says I should they did not care enough to look at the problem deep enough.”
“I have spent almost 3 months on near enough a daily basis dealing with backmarket to try and recover a refund under their warranty terms and conditions that I felt I qualified for. They argued and were extremely unhelpful and unprofessional in dealing with me. Changing the goal posts to suit themselves and even when I had an external report to prove my point they would not accept it.
Then they told me I could have a full refund when I returned the phone which I did. Surprise surprise a few days later they claimed I didn’t qualify and revoked their promise.
Thankfully because of their own incompetence they returned my phone to a wrong address and the phone was lost. So they finally decided to do the right thing and give me a full refund.
The whole process was so very unnecessary and caused a lot of stress. I will not be using backmarket again for any future purchases”
“I ordered an iPhone from them, it came 5 days late and was sent to the wrong address evan tho people stayed home to collect it. It was then sent to my friend in Tanzania, when he got it it was not letting him register it to his account. He took it to an iPhone specialist whom said it was still registered to another acc and could be stolen . I contacted back market and explained the situation and they agreed it is still registered to some other persons acc and asked me to send it back. My problem is who should pay for the phones postage to Tanzania and back , who should pay for the import tax to Tazainia and finally am I handling stolen goods . You cannot phone this company and they only respond after 1 week. They are liable for all costs according to a lawyer and if they do not, I will be going to court and the police.”
“I ordered a phone from Back Market in good faith and it was never delivered. I was sent delivery confirmation from DHL showing a different location that it was delivered to accidentally. However Back market would still not refund it and are refusing to return my funds. I urge anyone considering buying a phone from Back Market to find a more reputable and trustworthy company”
“Do not use this company -the items never arrived due to being lost in the post (even though tracked their end)..they could see Royal Mail lost them, and after two weeks of trying to get it resolved they then ask me to fill out forms and send my ID in for their own internal investigation? I still haven’t had a refund or the earphones purchased. No address or telephone listed on their website either, I feel stupid for not researching them beforehand. Honestly I thought it would be a 3 gloat deliver and no stress.”
“They sell faulty products claiming to be in "excellent" condition, then they offer you less for your products you've traded in even if you take proof of the condition as they recommend, then give terrible customer service, honestly the worst company I've ever had the displeasure of using”
“My experience was horrible. I bought a Mac book Air, it came without the charger. The computer never worked properly, it shuts down for no reason, it doesn't work if it's not plugged in, if you charge it more than 90% it shuts down and now a new problem, one day it works and another day it doesn't, complete scam.
Please avoid this company”
“When the refurbished phone that I ordered arrived the SIM tray wouldn't open. I returned the phone straight away and heard nothing from the seller for 13 days. I was then told that there was damage that was not covered under warranty and that the phone would be sent back to me. The photo sent showed a piece of metal sticking out of the hole that releases the SIM tray, however that was not there when I returned the phone, and the photos I took evidence this. Back Market did not respond to this, they did not acknowledge my complaint, and the phone is now being returned to me. This was not a warranty issue. The seller sent me faulty goods and somehow I am at fault. I've never had worse customer service than this.”
“Ordered a iPhone 12 for £200 and when it arrived it couldn’t even charge? They sent a charger(not Apple) , but none of our Apple chargers worked in this useless phone. Waste of our time and money Terrible company”
“BACKMARKET IS A RIP OFF!! PAID £275 FOR 'EXCELLENT CONDITION' PHONE WHICH ARRIVED WITH BACK COVER HANGING OFF! NO HELP WITH COSTUMER SERVICE THEY GIVE U LIST OF DOCUMENTS U NEED TO SEND EVEN THOUGH I BOUGHT IT ONLY 3 DAYS AGO. **AVOID**”
“My daughter ordered a phone from back market order number 33727493 that didn't work after 2 days, was returned on the 25th of October 2023 and initially back market stated that they had received the phone back and stated they would repair, replace or refund, replied again on the 31st and stated there was nothing in the package, they then asked us to send in a police report and stated when they receive that we would get a refund after 2 days ( another lie ) they have sent another message again today 30/11/23 stating they want a police report ( already sent ) proof of handover, id, and statement of payment, it's just one thing after another and 5 weeks later, I think they drag it on so you get fed up and give in, I the parent bought the phone for my daughter for £210.09, so have lost my money and still don't have a phone, the company is probably ok unless you have a problem, can't call them can't do a live chat just have to wait for days on end for a reply.
12/12/2023 update today
Not refunding the lost phone and have suspended my account so unable to speak to them anymore stating there's fraudulent activity on my account the only fraudulent activity is the company BACK MARKET so if your stupid enough to purchase from them hope you dont have any problems.”
